This may be part of the issue. They seem to have a bit of an 'indoctrination' process with new customers. Perhaps you would have got a better reception if you were an existing customer. (or maybe not).
I'm in the middle of my first order with them myself. So far, our only interaction (an email) was polite. OTOH, there doesn't appear to be a strong sense of urgency in completing orders either (I used PayPal as this would be the easiest and quickest way to get past my first transaction restrictions). While GoldSiverBull has completed and delivered two orders to me (from 3000 km away), my order with BullionPeople (about 15 km away), placed at the same time as GoldSlverBull, is still 'processing'. Not a complaint as their terms are clearly printed on the site, just an observation.